This topic describes the refund policy of ApsaraVideo VOD and how the refunds are returned.
Refund policy
Only the actual paid amount is refundable. Vouchers used during the purchase are non-refundable.
For services purchased during promotional events, if the general refund policy is inconsistent with the refund policy of the promotion, the refund policy for the promotions prevails. In the event that a refund is issued, gifts and perks that were issued on purchase are reclaimed by Alibaba Cloud. Examples of such gifts and perks include vouchers and extensions to service periods.
Billing method | Description | Refund method |
Pay-as-you-go | You are billed based on the actual resource usage. No refunds are involved. | N/A |
Subscription (refundable) | Five-day and seven-day money-back guarantees are supported based on the type of your resource plan. Money-back guarantees are applicable only when the resource plan is not used and you apply for a refund within five or seven days after purchase. This period is calculated as 5 × 24 or 7 × 24 hours starting from the time when the plan is activated, including the service trial time. The remaining resources in a resource plan that is in use or expired cannot be unsubscribed or refunded. The following refund policies are supported for resource plans:
| Submit a ticket to apply for a refund after you fully understand the refund rules. For more information about how to submit a ticket, see Contact us. |
Short video SDK (yearly subscription) | Subscriptions of the short video SDK are non-refundable. | N/A |
Refund collection
For orders paid by using Alipay after March 29, 2019, refunds are returned to your Alipay account within 548 days after the payment. However, the time taken to process refunds varies among banks and your refund may take some time to be deposited into your account. If your refund is not returned within 548 days after the payment or the refund fails to be returned to your Alipay account, the refund is returned to the balance of your Alibaba Cloud account.
The refund fails to be returned to a specific payment channel in some cases. For example, the account is canceled, or the number of refunds exceeds the limit of the channel. In these cases, the refund is returned to the balance of your Alibaba Cloud account.
If a service is unsubscribed, the refund is returned within two business days. Vouchers cannot be refunded.
For orders paid by using online banking and can be refunded to the payment account, refunds are returned within two to three business days based on the processing time of banks.
If you purchase a large number of resource instances in a single order, Alibaba Cloud supports refunds for a single resource instance. However, in this case, the number of refunds may exceed the refund limit of the payment channel. Alibaba Cloud combines multiple refunds that are submitted within two minutes for the same order to a single refund request. This reduces failures caused if the number of refunds exceeds the refund limit of the payment channel.